Deliberately wasting time on my repair/Uninformed people!!!

The first time my Delonghi coffee machine was booked in, while under warranty, it took like a week to have it fixed. Second time, now that its under the Makro extended warranty, theres a million issues. Some lady phoned me today, 11 DAYS after it was booked in to confirm if head office contacted me. When i asked why they have to contact me, she had some story that they have to confirm my details before proceeding with fixing the machine. Why hasnt anyone told me this??? or why the hell did they not contact me??? Thats AFTER i phoned the store as well on Saturday to follow up on how far you are????NO ONE mentioned this so called nonsence process!!!!!! I paid for that warranty, and you've been earning interest on my money for a year! Now that you have to fix my machine, now you have issues!!!!!! If its at Delonghi's cost, you fix in a week, if you have to fix, it seems its going to take 6 ****** weeks. I asked to speak to the manager and got some story that he was in a meeting. Your service is absolutely pathetic!!